Our company’s experience with migrating from one telecom provider to another.

unpluggedWhen you’re shopping for a new vendor, it’s not uncommon to read horror stories about service providers, especially in the realm of telecommunication. So I wasn’t surprised to see the name of our previous telecom provider mentioned again and again in negative reviews. Talk about horrible customer service, high prices and slow speeds—I could write a book!
But rather than adding to the plethora of negative reviews, I want to focus on a much better experience—with our new telecom vendor.

As our telecom contract was coming up for renewal, we were determined to find better service. We’d read about the recent merger of Time Warner Cable (TWC) and Charter, and were concerned about signing up with an unknown entity. But their broadband speeds and pricing were among the best available. So we decided to make the switch to TWC.

No matter which provider we chose, the sheer enormity of a telecom migration project was overwhelming. It involved migrating multiple servers, websites and firewalls. What’s more, this project also involved migrating our phone lines from Plain Old Telephone Service (POTS) to Voice Over IP.
We tried laying as much of the groundwork beforehand as possible. And we built in one month of overlapping service, just in case problems should arise.

To be sure, there were bumps along the road. As it turned out, we would need that overlapping service. While TWC’s broadband was great from the start, we encountered several issues with Voice-over-IP. These turned out to be very challenging to troubleshoot, and required many hours (plus swapped-out equipment) to resolve. I won’t bore you with the technical details. But we were very impressed with how quickly the support team and local service technicians responded to our needs every step of the way.

Now that this project is coming to a successful completion, I’m pleased to report that our overall experience with Time Warner Cable has turned out to be surprisingly positive. Our broadband speeds have nearly tripled, while our overall telecom costs have actually decreased.

Although the TWC installation wasn’t perfect, their people bent over backwards to help us out, and make things right. Great customer service is no accident. It takes a coordinated effort, from the top levels of management down to the folks who interact with customers. Kudos to TWC for their obvious commitment to customer service.

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